Codes Health

Attorney

• Manage end-to-end record retrieval for assigned customers and providers.
• Build, standardize, and continuously improve playbooks for high-volume hospitals, billing groups, and provider networks.
• Ensure accuracy and compliance — clean ROIs, affidavits, billing records, and complete document sets with zero rework.
• Surface workflow improvements and partner with engineering and product to help automate repetitive steps.
• Collaborate with teammates to share learnings, standardize best practices, and raise our quality bar.

Legal Records Retrieval Specialist – Experienced

Customer Support

• Build systems to triage and resolve inbound support tickets across email, portal, and phone
• Own technical support escalations
• Manage the formal complaints process
• Own collections follow-up
• Build and document clear escalation paths
• Analyze ticket volume and themes monthly
• Build the support team
• Develop and maintain support documentation, FAQs, and internal runbooks

Customer Support Lead

Customer Success Manager

• Own a portfolio of enterprise accounts starting post-sale, from building key relationships to maintaining account health
• Lead structured onboarding for new enterprise customers — platform training, first case submission, integration into firm workflows
• Conduct regular business reviews (QBRs) and executive check-ins to surface value, resolve friction, and identify growth opportunities
• Maintain documented account health status for every firm in your portfolio; flag at-risk accounts and lead recovery plans
• Own expansion within your book: upsell volume, additional practice areas, additional offices, and new service lines
• Be the customer's advocate internally — route feedback to product, operations, and leadership and close the loop with customers on outcomes
• Build and iterate on scalable playbooks for onboarding, QBRs, renewals, and escalations
• Collaborate with the Support Lead to ensure enterprise escalations are resolved quickly and with white-glove service

Customer Success Lead, Enterprise

• Manage a broad portfolio of mid-market and SMB law firms through the full customer lifecycle — onboarding, ongoing success, and expansion
• Run efficient, structured onboarding for new customers: portal walkthrough, first case submission, and a relevant check-ins — all within the first 2 weeks
• Monitor account health signals (volume trends, login activity, ticket patterns) and proactively reach out to at-risk or dormant accounts
• Identify and act on expansion opportunities — more volume, additional users, new practice areas — through regular account reviews
• Build and maintain scalable touchpoint sequences (check-ins, usage nudges, feature announcements) that keep the portfolio engaged without requiring 1:1 time for every account
• Capture and surface feedback from the SMB segment to inform product, operations, and our VoC program
• Partner with the Support Lead on recurring ticket themes that indicate product or process gaps
• Help develop and refine the playbooks and tooling that will eventually support a scaled CS motion

Legal Records Retrieval Specialist – Experienced

Customer Support Lead

Customer Success Lead, Enterprise

Customer Success Lead, Commercial